Refund Policy

Last Updated: July 2026 Refunds & Returns Policy

Thank you for purchasing an OliveRoots Toolkit from Luzinde Koen, Registered Counsellor. Each OliveRoots Toolkit has been carefully developed as a psychoeducational resource to support emotional wellbeing and personal growth.
Please read our Refund and Returns Policy before making your purchase.

1. Nature of the Product
OliveRoots Toolkits are physical educational resources designed to support emotional awareness, resilience, and wellbeing. They are not medical devices, psychological assessments, diagnostic instruments, or a substitute for professional mental health treatment. Purchasing a toolkit does not establish a therapeutic or counselling relationship between the purchaser and Luzinde Koen Registered Counsellor.

2. Returns
In accordance with the Consumer Protection Act (Act 68 of 2008), unopened and unused products may be returned within 7 calendar days of delivery, provided that: the product remains unused; all contents are complete; the packaging is in its original condition; the product is returned in a resalable condition. Return courier costs are the customer's responsibility unless the incorrect product was supplied or the product arrived damaged.

3. Damaged or Incorrect Orders If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of receiving your parcel. Please include:
* your order number;
* photographs of the product;
* photographs of the packaging (if damaged);
* and a brief description of the issue.
Please send this information to orders@luzindekoen.co.za
Where appropriate, we will replace the product or provide a refund.


4. Non-returnable Products
For hygiene and quality assurance reasons, we cannot accept returns of products that have been:
* opened;
* used;
* damaged after delivery;
* altered in any way;
* or returned incomplete.

5. Refunds Approved
Refunds will be processed using the original payment method. Please allow 5–10 business days after approval for the refund to reflect, depending on your bank or payment provider. Shipping fees are non-refundable unless the return is due to our error or a defective product.

6. Order Cancellations
Orders may be cancelled before they have been packed or dispatched. If an order has already been shipped, the normal Returns Policy will apply.

7. Product Expectations
OliveRoots Toolkits are designed to provide practical educational activities and resources. As emotional wellbeing differs from person to person, we cannot guarantee specific therapeutic, educational, or emotional outcomes.

8. Professional Guidance
Some activities may be most beneficial when completed with the guidance of a parent, caregiver, educator, or registered mental health professional. The purchaser remains responsible for determining whether the toolkit is suitable for the intended recipient.

9. POPIA
Personal information collected during the ordering process is processed in accordance with the Protection of Personal Information Act (POPIA). Your information is used only for purposes relating to:
* processing your order;
* payment processing;
* delivery of your purchase;
* customer communication;
* legal and accounting obligations.

Your information will never be sold or shared with third parties except where necessary to process payment, deliver your order, or where required by law. For more information, please refer to our Privacy Policy.